Technical Consulting Engineer
Core
Technical guide resolving complex customer issues in omnichannel contact center environments using advanced troubleshooting, lab setups, and AI-assisted automation.
Role type
Senior IC technical consulting engineer (contact center)
Builds
Resolved customer incidents, bug reports, scripts, and documentation for Cisco Collaboration solutions
Domain
Telecommunications / Contact Center / VoIP
Deliverable
client delivery
Required skills
Advanced troubleshooting, lab environment setup, bug reporting, customer relationship management, VoIP protocols (SIP, RTP), OSI Model, TCP/IP, call routing, IVR
Preferred skills
Webex Contact Center (WxCC), Cisco UCCX/UCCE, cloud-native technologies, REST/JSON API solving, Local Gateway (LGW), SIP Gateway (SIP GW), AI-based productivity tools
Technologies
Webex Contact Center, Cisco UCCX, UCCE, SIP, RTP, REST, JSON, LGW, SIP GW
Responsibilities
Independently handle complex customer issues by building detailed lab setups to duplicate problems and submitting precise bug reports; Build and maintain strong customer relationships, taking full ownership of their success; Develop scripts and documentation to build intellectual capital and use AI-assisted automation tools to increase resolution speed and quality
Seniority
Senior, hands-on IC
